Overview
Customer Experience Specialist (Edinburgh)
Motability Operations Ltd is hiring a Customer Experience Specialist. This role focuses on delivering exceptional customer service and supporting customers with mobility solutions.
About The Role
Are you passionate about helping others and making a difference? Do you want a job changing people’s lives? Then join our team to embark on an exciting career journey as our Customer Experience Specialist. You’ll work in an environment that empowers you to make decisions for customers, with no scripts. You’ll join a team that seeks to improve both customer and employee experience by embracing new ideas. The salary is £33,214 with our Continued Professional Development programme to progress within the company. The role is 38 hours per week, with shift patterns from 8.30 am to 6.15 pm Monday to Friday and 1 in 4 Saturdays (9 am – 1 pm). Hybrid working is available (up to 2 days per week from home). When in the office, benefits include free parking, free barista coffee, a subsidised restaurant, free fruit and daily healthy snacks.
About You
* An achiever: You’ll love what you do, own your calls through to resolution, and bring motivation and determination to excel in our environment.
* A communicator: You’ll be a natural listener and establish effective interpersonal relationships; you’ll thrive in public-facing interactions.
* An influencer: You’ll establish trust with customers, share knowledge to different audiences, and work with them on what to do next.
* A thriver in a fast-paced environment: You’ll handle sensitive calls with empathy, recover quickly, and stay productive in challenging times.
* Experience in any Customer Service role is preferred.
The Process
* Stage 1 – Online Application: CV.
* Stage 2 – Online Task-Based Assessment (30–45 minutes) with personalised feedback.
* Stage 3 – Phone Call: Discuss start date, location, and training times.
* Stage 4 – Assessment Centre: Various activities to get to know you better.
* Stage 5 – Hiring offer
* Please note this role will start in January 2026.
About The Company
Motability Operations is a unique organisation focused on providing worry-free mobility solutions to over 800,000 customers and their families across the UK. We lease a range of affordable vehicles with insurance, maintenance, and breakdown assistance included. We are the largest car fleet operator in the UK and work with a network of around 5,000 car dealers and major manufacturers. We pride ourselves on delivering outstanding customer service and have a high customer satisfaction rating.
Benefits
* An annual discretionary bonus
* 15% non-contributory pension (9% during probation)
* Life assurance at 4x basic salary
* Employee Discount Scheme with many retailers
* Discounted Electric/Hybrid Car Salary Sacrifice Scheme
* Cycle to Work Scheme (with showers, changing rooms, bike sheds)
* 28 days annual leave with option to purchase/sell days
* Private Medical Insurance, Critical Illness Insurance
* Access to health apps (Peppy, Unmind, Aviva Digital GP)
* Health screenings for over 50s
* 1 day per year to volunteer (paid)
* Company allotment for charitable work
* Access to prayer room and quiet spaces in the office
Inclusive Employment
Motability Operations is an inclusive employer. We encourage applicants from all backgrounds and provide disability access in all offices. Hybrid working is available to support work-life balance.
Please note: Motability Operations reserves the right to close vacancies early if a suitable number of quality applications are received.
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